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How to deliver a Millennial Communication Experience

Millennials, who are they?

According to Forbes.com millennials are the demographic born in the 80s and 90s, they make up the majority of the workforce and hold most of the financial power in the economy.

The millennial segment represents the greatest challenge for banks today, but for those that meet the challenge, it could be the greatest opportunity for growth.

Millennials and communication

This generation is known for always being online and therefore WhatsApp has been developing ways for businesses to reach them at their convenience with technology adaptations like WhatsApp Business API which enable businesses to automate messaging.

Millennials and banking

Can you name a millennial who doesn’t use WhatsApp? This tech-savvy generation expects first-rate services and high levels of convenience from any place they do business with, especially their bank. When these expectations are met, they are more likely to become loyal customers and refer others.

Millennials are more likely to try alternatives to traditional banking to meet certain needs, especially when it comes to services such as payment solutions and obtaining loans.

 

What opportunities does WhatsApp Business present?

  • Personalized

Banks  can factor user preferences into the chat to create a personalised experience e.g. “Good morning Clement, your current account balance is ZWL350,78”.

  • 2.  Fast, accessible customer service

Imagine automating your FAQ’s, outlining loan procedures or serving up forms via a bot over WhatsApp. 

  • On-the-go transactions

For banks to successfully cater to this market, they must offer a robust online experience with standard features such as mobile banking, remote deposit, and online bill payment options. Transactions must happen quickly, smoothly, and without onerous fees. In terms of lending, with the growing popularity of peer-to-peer lending, traditional banks should offer lending options that are easily accessible, digital, fast, and free of speed bumps.

  • Product knowledge

Information about all products and services available over chat. WhatsApp Business can share compact PDF documents with all this information as well as downloadable forms that customers can read off their phone.

  • Outline procedures

With long loan approval times and traditional roadblocks to funding, more of this generation is forgoing using their bank in favor of financing that doesn’t impose such stringent rules or requirements. It’s no wonder, then, that Millennials are hitting up non-bank alternatives where they can be approved for funding in just a few hours as opposed to several weeks or even months with their neighborhood bank.

The time is ripe for banks to make some critical changes, adjust their strategy to meet the needs of this generation, and stand out in a highly competitive market.  Become an early adopter to millennial banking habits with WhatsApp Business. Contact us at sales@gikko.net 

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